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The role covers multiple areas including customer support, customer service center (SAC), collections, cancellations, and retention, all in accordance with company standards and policies.\n\n \n\nIf you are an attentive professional who delights customers and possess a strong sense of ownership, Brisanet is the place for you!\n\n \n\nLet’s sail toward the future! **\\#JoinBrisanet**\n\n \n\n \n\n**Responsibilities and Duties** \n\n* Embody the organizational identity of the Brisanet Group;\n* Prepare reports, forms, or spreadsheets as requested;\n* Update departmental metrics when required;\n* Actively participate in organizational meetings and commitments when requested;\n* Use individual and collective safety equipment when necessary;\n* Perform other duties related to the position, according to departmental needs and leadership direction;\n\n\nCustomer Service Center (SAC)\n\n* Provide SAC (Customer Service Center) support, focusing on resolving requests: billing inquiries and 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Provide first-level technical support, assisting customers with technical difficulties (e.g., no service access, service instability, equipment configuration, system failures), escalating complex cases to appropriate levels;\n* Deliver courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians;\n* Address customer inquiries, register requests and complaints, and provide general guidance;\n* Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability;\n* Meet performance indicators (KPIs), including average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality;\n* Participate in training sessions, refresher courses, team meetings, and process updates;\n* Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers.\n\n \n\nCollections\n\n* Carry out collection and debt negotiation activities, offering alternatives and clarifying financial questions;\n* Deliver courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians;\n* Address customer inquiries, register requests and complaints, and provide general guidance;\n* Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability;\n* Meet performance indicators (KPIs), including average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality;\n* Participate in training sessions, refresher courses, team meetings, and process updates;\n* Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers.\n\n \n\nRetention\n\n* Manage cancellation requests, seeking to understand underlying reasons and applying 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This role covers various areas such as customer support, customer service center (SAC), collections, cancellations, and retention, following company standards and policies.\n\n\nIf you are a thoughtful professional who delights customers and has a strong sense of ownership, Brisanet is the place for you!\n\n\nLet’s sail toward the future! **\\#JoinBrisanet**\n\n **What will your day-to-day look like?**\n\n* Embody the organizational identity of the Brisanet Group;\n* Prepare reports, forms, or spreadsheets upon request;\n* Update area indicators when necessary;\n* Actively participate in meetings and organizational commitments when requested;\n* Use individual and collective safety equipment when necessary;\n* Perform other related duties as required by the department and leadership direction;\n\n \n\n**CUSTOMER SERVICE CENTER (SAC)** \n\n* Handle SAC (Customer Service Center) inquiries, focusing on resolving requests: billing issues and service complaints, address changes, account 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(service access issues, service instability, equipment configuration, system failures), and escalating more complex cases to appropriate levels;\n* Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians;\n* Address customer questions, log requests, complaints, and provide general guidance;\n* Record all interactions in internal systems (CRM), ensuring accuracy, history, and traceability;\n* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;\n* Participate in training sessions, refresher courses, team meetings, and process updates;\n* Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues.\n\n \n\n**COLLECTIONS** \n\n* Carry out collection and debt negotiation activities, offering alternatives and clarifying financial questions;\n* Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians;\n* Address customer questions, log requests, complaints, and provide general guidance;\n* Record all interactions in internal systems (CRM), ensuring accuracy, history, and traceability;\n* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;\n* Participate in training sessions, refresher courses, team meetings, and process updates;\n* Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues.\n\n \n\n**RETENTION** \n\n* Handle cancellation requests, seeking to understand reasons and applying retention strategies when applicable;\n* Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians;\n* Address 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(CRM), ensuring accuracy, history, and traceability;\n* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;\n* Participate in training sessions, refresher courses, team meetings, and process updates;\n* Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues.\n\n **What we are looking for in this opportunity:** \n\n \n\n**SAC** \n\n* High school diploma;\n* Knowledge of sales and customer service techniques, negotiation and customer prospecting techniques, as well as familiarity with Google tools (Sheets, Docs);\n* Proficiency in typing and grammar.\n\n \n\n**SUPPORT** \n\n* High school diploma;\n* Basic computer knowledge and understanding of computer networks;\n* Strong oral and verbal communication skills.\n\n \n\n**COLLECTIONS** \n\n* High school diploma;\n* Knowledge of basic computer skills and basic mathematics;\n* 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